Research on the influence mechanism of emotional intelligence and psychological empowerment on customers’ repurchase intention under the situation of online shopping service recovery

Wei, Jiahua; Zhu, Sai; Hou, Zhiping; Dong, Hualong; Li, Jun

doi:10.1007/s12144-022-02841-5

Cited by 9 publications

(4 citation statements)

References 25 publications

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“…We believe that consumer forgiveness is a positive emotion, which urges consumers to buy OTA services again. Huang and Chang ( 2020 ), Cross et al ( 2021 ), Wei et al ( 2022a , b , c ) studied the forgiveness theory and consumer forgiveness theory, some studies also involved relevant studies in the online shopping environment, but there was still a lack of discussion on the moderating effect of consumer forgiveness, and there was no relevant research on OTA service recovery scenarios. Therefore, this study introduces the above related variables and other theories into the research of OTA services, which is a new research scenario with good research value and will enrich the theory of consumer psychology and tourism services.…”

Section: Conclusion and Discussionmentioning

confidence: 99%

The impact of consumer confusion on the service recovery effect of Online Travel Agency (OTA)

Wei

Liu

et al. 2022

Curr Psychol

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This study carried out a scenario experiment in Guangxi, China, and used a questionnaire to obtain the research data of the subjects to explore the service recovery effect of local online travel agencies (OTAs) from the perspective of consumer psychology. The empirical results show that consumer confusion will significantly worsen negative word-of-mouth, and negative word-of-mouth will reduce their repurchase intention. In the above empirical impact relationship research, it shows that negative word-of-mouth and consumer forgiveness play a mediating effect and a moderating effect respectively. Because this study is conducive to responding to and solving the new scenario and problems in the practice of OTA services. It will help to improve the risk resistance of OTA enterprises by providing effective service recovery strategies for these enterprises.

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Section: Conclusion and Discussionmentioning

confidence: 99%

The impact of consumer confusion on the service recovery effect of Online Travel Agency (OTA)

Wei

Liu

et al. 2022

Curr Psychol

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“…Later studies proved that emotional and social intelligence has an impact on a variety of life domains, including self-esteem, interpersonal connections, social skills, critical thinking, creative thinking, academic success, job success, and fulfilling interpersonal relationships [ 6 ]. In addition, developing young people's emotional and social intelligence can lead to favourable societal outcomes [ 7 ], including fewer disputes, improved empathy, higher prosocial behaviour, and a happier existence [ 8 , 9 ].…”

Section: Introductionmentioning

confidence: 99%

Navigating the Research Landscape of Emotional and Social Intelligence Among Young Adults: A Bibliometric Perspective

Jose,

Thomas

2024

Cureus

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This bibliometric analysis examines the research landscape on emotional and social intelligence in young adults, highlighting its impact on both personal and professional spheres, including overall wellness and happiness. Understanding the current research status in this area is crucial for identifying existing knowledge gaps, emerging trends, and possible future research and application directions. Utilizing bibliometric techniques, the study evaluates numerous scholarly articles from the Scopus database, employing tools like VOSviewer and Biblioshiny for data analysis. The research scope covers articles published from 1990 to 2023 across multiple disciplines such as psychology, education, sociology, and management, focusing on key bibliometric indicators like publication trends, citation patterns, prominent institutions and authors, and thematic clusters. The findings indicate a growing interest among youth in emotional and social intelligence over the past three decades, as demonstrated by the increasing volume of literature. This growing interest underscores the significance of this topic in modern research. By mapping the academic network and collaborative efforts in the field, the study identifies leading contributors whose work has significantly advanced understanding in this area. The insights gained could help shape future research endeavors, inform policy-making, and aid educators in incorporating emotional and social intelligence into educational programs to support the holistic development and well-being of young people. The research also identifies key authors, key journals, key institutions, and possible collaboration and publication opportunities. Using thematic mapping and keyword patterns, some emerging trends are brought to light with the prime objective of guiding future studies and initiatives.

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“…In the same year, the concept of emotional intelligence, or emotional quotient (EQ), was first introduced by the famous Swiss psychologist Professor Salawi and Meyer. She defined emotional intelligence as the ability of human beings to recognize their own and others' emotions and to take active measures to control and influence them (Zhu et al, 2022). Emotional intelligence research tends to obtain evidence of its impact on individual academic and career success in the fields of career and life, highlighting the regulation and promotion of emotional intelligence on cognitive activities.…”

Section: Introductionmentioning

confidence: 99%

“…In the decades since then, emotional intelligence and mental health have been more comprehensively defined and more widely studied as technology has evolved. The American psychologist, Goleman, included the ability to recognize, understand, and regulate emotions and manage interpersonal relationships in the scope of emotional intelligence (Wei et al, 2022). In the 2000s, a Chinese researcher, Professor Zhiyuan Xu, introduced the concept of emotional information, broadening its definition.…”

Section: Introductionmentioning

confidence: 99%

The Relationship Between Emotional Intelligence, Mental Health, and the English Achievement of College Students Based on Big Data Statistical Analysis

Chen,

Kim

2024

International Journal of Web-Based Learning and Teaching Technologies

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This article explores the association between emotional intelligence, mental health, and English proficiency among college students. Survey results reveal that the gender ratio of college students is roughly equal, and the number of participants is stable each year. Humanities majors comprise 31% of the total. The authors collected data from nearly 1000 college students, which was analyzed using a matrix model. Results suggest that while there is a weak correlation between emotional intelligence scores and English grades, there is a strong correlation between mental health scores and English grades. The researchers conducted a 3-month psychological intervention experiment on 60 sophomore students. These students showed improvement in both mental health scores and English scores. Additionally, survey results indicate student satisfaction with the testing and psychological intervention. Overall, this study demonstrates that mental health and English proficiency are closely related, and psychological interventions can positively affect language skills.

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Research on the influence mechanism of emotional intelligence and psychological empowerment on customers’ repurchase intention under the situation of online shopping service recovery

Cited by 9 publications

References 25 publications

The impact of consumer confusion on the service recovery effect of Online Travel Agency (OTA)

The impact of consumer confusion on the service recovery effect of Online Travel Agency (OTA)

Navigating the Research Landscape of Emotional and Social Intelligence Among Young Adults: A Bibliometric Perspective

The Relationship Between Emotional Intelligence, Mental Health, and the English Achievement of College Students Based on Big Data Statistical Analysis

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